Primary to Select questions

Do you have questions about the Primary to Select process? Take a look at our most frequently asked questions below:


Becoming a Select customer is quick and easy and can be done in the ‘My OnePay’ app or the Online Portal which should only take a few minutes.

To become a Select customer, we need capture some more information from you. This is to ensure you are who you say you are and to keep your account safe.

1. Log into the portal or the app and select the ‘Request your account details’ button. Then have your ID ready and click ‘Start’.

2. Next, choose the country your ID was issued and the type of ID you will be uploading. Then take a photograph to upload or upload an existing photograph of your ID.

3. Once you confirm you are happy with your ID and have uploaded it, you’ll be asked to take a selfie. This is to ensure you are the person in the document and you are present in person. Hold your phone with the front camera facing you or stand/sit in front of your webcam. You will be asked to perform a simple action.

Once these steps have been completed your request to become a Select customer will be sent to our specialist team who will be in touch to let you know the outcome.

To become a Select customer today, download the app for Android or iOS, or log in to the Online Portal.

See the list of acceptable identification documents here. If you do not have one or more of these documents, please contact our Customer Service Team.

Phone us
0113 320 1900*

Email us
[email protected]

As a Primary customer, if you want to continue using your OnePay Account and Card for longer than 12 months, we will need to set you up as a Select Customer. To do this, we need to check that you are who you say you are. That means we need you to provide some official documents.

To find out how to become a Select Customer click here.

See the list of accepted identification documents here.

When your OnePay account was created you were set up as a primary customer. This is the quickest and easiest way to give you access to an account as you do not need to provide a full set of official documents to validate your identity. However, this means we are only allowed to provide you with access to your account for a limited time of 12 months. At 12 months, your card will be suspended. To continue using OnePay services we can set you up as a Select customer so there is no time limit on your account.

Our Terms and Conditions can be found here.

To find out how to become a Select Customer click here.

Despite the expiry date shown on your card, if you remain a Primary customer you will have a limited account that is only active for 12 months. If you want to keep your card account active for longer than 12 months, you will need to become a Select customer.

To follow the easy steps of becoming a Select customer, click here.

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